1、ETSI EG 201 795 1.1.1 (2000-07) ETSI Guide Human Factors (HF); Issues concerning user identification in future telecommunications systems 2 ETSI EG 201 795 V1.l.l (2000-07) The pre ent d Reference DEG/HF-00003 Keywords addressing, system, user ETSI 650 Route des Lucioles F-O6921 Sophia Antipolis Ced
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6、erved. ETSI 3 ETSI EG 201 795 V1.l.l (2000-07) Contents Intellectual Property Rights 4 Foreword 4 Introduction 4 1 2 3 3.1 3.2 4 4.1 4.2 4.3 5 6 6.1 6.1.1 6.1.2 6.2 6.2.1 6.2.2 6.2.3 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 7 7.1 7.2 7.3 7.4 7.5 8 9 Scope 5 References 5 Definitions and abbreviations 5 Defin
7、itions 5 Abbreviations . 5 Where is identification now? . 6 Telephony . 6 The internet and X.400 . 6 Developments in telecommunications 7 Being prepared . 7 Key Factors 7 Roles and goals . 7 Roles . 8 Goals . 8 Precise identification of a locationindividu al . 9 Redirection of calls intended for one
8、 identifier to the terminal associated with another identifier . 9 Agents . 10 Contactability . 10 Identifier specificity versus identity resolution . 9 Mode of communication . 10 Terminal types 12 Switched connection vs . Permanent connection . 12 Void 12 Purpose of communication . 13 Multicast and
9、 broadcast 13 Aliases 13 Interaction between method of identification, supplementary services and telecommunications technology 13 Convergence . 14 Specialized identification schemes . 15 Areas of potential concern . 16 The present position . 13 Supplementary Services . 14 Ownership of call control
10、. 16 Conclusion 17 Bibliography . 18 History 19 ETSI 4 ETSI EG 201 795 V1.l.l (2000-07) Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for E
11、TSI members and non-members, and can be found in ETSI SR O00 3 14: “Intellectual Propero Rights (IPRs); Essential, or potentially Essential, IPRs notifed to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (-. Pursu
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13、ment. Foreword This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Introduction The purpose of the work item is stated as: “To produce guidelines that reflect the user-oriented identification requirements of users of telecommunications systems. They would express i
14、mplementation free identification capabilities that future systems would need in order to enable users to locate users or services in ways that are natural and meaningful to them. The guidelines would be used by authors of standards to ensure that users identification needs are met by systems that f
15、ollow their standards.“ The present document sets out to highlight and discuss some of the issues that are relevant to user-centred identification and provides a basis for further work. ETSI 5 ETSI EG 201 795 V1.l.l (2000-07) 1 Scope The present document identifies issues on the user-oriented identi
16、fication requirements of users of telecommunications systems. It expresses implementation free identification capabilities that future systems need in order to enable users to locate other users or services in ways that are natural and meaningful to them. The present document is concerned explicitly
17、 with the set-up of communications and not with the content of those communications. The present document should be used by authors of standards to ensure that users identification needs are met by systems that follow their standards. 2 References The following documents contain provisions which, th
18、rough reference in this text, constitute provisions of the present document. References are either specific (identified by date of publication, edition number, version number, etc.) or non-specific. For a specific reference, subsequent revisions do not apply. For a non-specific reference, the latest
19、 version applies. A non-specific reference to an ETS shall also be taken to refer to later versions published as an EN with the same number. il Pl 31 ITU-T Recommendation E. 164: “Numbering plan for the ISDN era“. ITU-T Recommendation X.400: “Message handling system and service overview“. ITU-T Reco
20、mmendation X.500: “Information technology - Open systems Interconnection - The Directory: Overview of concepts, models and services“. CENELEC EN 304: “Heating boilers - Test code for heating boilers for atomizing oil burners“. 41 3 3.1 Definitions and abbreviations Definitions For the purposes of th
21、e present document, the following definition applies: Computer Telephony Integration (CTI): facility to use a computer to control and monitor a number of telephony functions such as dialling, Calling Line Identification display and telephone number storage. 3.2 Abbreviations For the purposes of the
22、present document, the following abbreviations apply: CTI GSM IETF IN ISDN PBX PC PSTN SCP Computer Telephony Integration Group System Mobile Internet Engineering Task Force Intelligent Network Integrated Services Digital Network Private Branch Exchange Personal Computer Public Switched Telephone Net
23、work Service Control Point ETSI 6 ETSI EG 201 795 V1.l.l (2000-07) UPT Universal Personal Telecommunications URL Universal Resource Locator www World Wide Web 4 4.1 Where is identification now? Telephony In the very earliest days of telephony the user had access to one of the most powerful user inte
24、rfaces that it is possible to envisage - a voice activated intelligent connection system that could often make use of up-to-date knowledge of the location of the intended user. This person, of course, was the Telephone operator. As the number of telephone subscribers increased the operator could no
25、longer have intimate knowledge of the whereabouts of her subscribers and hence she would have been unable to explain why a call is unanswered. Also the caller would be increasingly unlikely to be successful connected to the required person by just quoting the persons name - other identification info
26、rmation would be needed to resolve potential ambiguities. Current practice in the user interface to telecommunications systems is based upon taking very low-functionality terminals (telephones containing a keypad with 0-9, * and # keys) as the assumed control device. This leads to control procedures
27、 that utilize very long strings of numbers and symbols (e.g. ITU-T Recommendation E.164 11 telephone numbers and supplementary service *# codes). 4.2 The internet and X.400 Telephone systems have been around for much longer than the internet. It is interesting to look at how the user interface to in
28、ternet services differs to that of the telephone system. In the field of person-to-person communication the differences in identification are quite revealing. In telephone systems the remote party is identified by a string of digits that contains little information about the person being contacted.
29、In the internet the standard internet email address (and the World Wide Web (WWW) Universal Resource Locator (URL) can contain very much more meaningful information - typically the name of the person or organization being reached and either the organization type or the country of origin. Where email
30、 addresses and URLs are not fully known, search tools exist to aid the user. The WWW points to some other interesting areas of user interface simplicity. The widespread availability of search tools and simple point-and-click navigation in the WWW contrast with the reliance on directory enquiry syste
31、ms and *# supplementary service control sequences in telephony. The rapid uptake and short learning curve for the WWW also contrasts with the significant under-use of telephony supplementary services, even those directly paid for by users. Identification in the ITU-T Recommendation X.400 2 email sys
32、tem shares many features with internet email addresses. Both systems allow meaningful naming of individuals/organizations and both share the concept of named domains forming part of the address. Where they differ is that the construction of internet addresses is straightforward as they consist of a
33、simple concatenation of all the elements in a standard order “nameorganization.domain“ where “organization“ can often contain more than one element. The range of domains has been chosen to have clearly understandable meanings e.g. country types or types of organization. Once a specific email address
34、 is known it can be used in the same way in all circumstances. In contrast ITU-T Recommendation X.400 2 defines domains that can have little significance to users. An administrative domain specifies the administration supplying the ITU-T Recommendation X.400 2 service and is an identity element that
35、 most users would not find useful. Also in ITU-T Recommendation X.400 2 many of the fields are optional and may always need to be used in one ITU-T Recommendation X.400 2 identifier and not in another, and may have to be specified in one mail system and not in another. The specifiers of ITU-T Recomm
36、endation X.400 2 expected everyone to have access to ITU-T Recommendation X.500 3 directory services to locate mail recipients - in practice only large organizations have such directory services as commercial constraints prevented widespread adoption of public ITU-T Recommendation X.500 3 services.
37、As a result of these user interface difficulties (and the lack of ITU-T Recommendation X.500 3 services), the much simpler internet email system has largely replaced ITU-T Recommendation X.400 2 messaging. ETSI 7 ETSI EG 201 795 V1.l.l (2000-07) 4.3 Developments i n t elecom m un cat ions There has
38、been very accelerated development in many fields in telecommunications terminals and service capabilities. Many of the easiest alternatives to this basic interface appear in the field of Computer Telephony Integration (CTI). Where the power of a PC is used it becomes possible to have large amounts o
39、f locally stored information about known contacts and these can be easily searched and controlled with a computer keyboard, mouse or voice interface. The developments in the field of mobile telephones have led to many advanced user features including speech control and the flexible programmability o
40、f features associated with SIM cards. The danger is that although manufacturers will continue to innovatively introduce features in terminals, the lack of supporting standards in the networks and for communication between different terminals, will mean that end-users will not obtain the maximum pote
41、ntial benefits that these developments could realize. There are a number of attempts at integrating intelligence into the network. This then permits more innovative solutions such as voice dialling to be used to simplify the users task. Most of these initiatives are limited in that they have to be s
42、uperimposed on a telephone system that uses a very basic numeric identification system to identify individual telephone terminals. Another significant innovation that is emerging in telecommunications is the concept of connectionless communication delivered directly to the home. This technology woul
43、d allow a user to have what appears to be a “permanent connection“ to a remote person or service but only pay for the actual information that is sent (e.g. the actual time that active speech is taking place) and pay nothing for idle time. Currently users have a model that calling another party invol
44、ves not only identifying the party with whom they wish to communicate, but also of starting the clock on what can be a costly period during which the conversation shall be tailored to make “the best use of time“. Identifying the other party in a connectionless environment can be simply the way of de
45、fining the person with whom you wish to communicate and nothing else. The cost of conversations in this environment need only be related to the total amount of the person to person dialogue and not the length of the time period during which this dialogue takes place. It is clear that a number of dif
46、ferent ways for service providers to present telecommunications services and charge for their usage can be greatly expanded in the connectionless world. It is likely that users will need to develop different models than the one they currently have if they are to understand life in this brave new con
47、nectionless world. 5 Being prepared Historically, issues related to the usability of telecommunications services have only been addressed after the services have been fully specified in standards. This order of setting standards has limited the options for improving the usability of current and futu
48、re telecommunications services. Developments in computing and communication capabilities are making it much easier to produce terminals, networks and intelligent peripherals that will support significantly better methods for the user to interact with telecommunications services. If the capabilities
49、required by users are understood in advance, new technical standards can be drafted in a way that ensures that these capabilities can be realized. 6 6.1 Key Factors Roles and goals Two key factors that help to determine which identification scheme will be most appropriate in any particular instance are: the role of the person(s) and I or organizations with whom you intend to communicate; your goal when attempting to communicate. Where the above two factors are matched communication is likely to be successful, where there is a significant mismatch, c
